Explanation:When a password-protected screen saver is activated on the managed device prior to the start of a Remote Control session, the Remote Management service attempts to override the screen saver to enable the remote operator to view the user desktop. The remote operator can also override the screen saver during the remote session by clicking the Override Screen Saver icon on the Remote Management viewer toolbar.

Possible Cause:If the screen saver activates because of the inactivity of the remote session.

Action:Click the Override Screen Saver icon on the Remote Management viewer toolbar. You might have to click the icon a few times till it overrides.

Explanation:You might not be able to launch Remote control, Remote View, or Remote Diagnostics session on a managed device that is running on a very low color quality (less than 8 bits per pixel (bpp)).

Action:Increase the color quality of the device to 16 bpp or higher by using the following procedure:

Explanation:During a remote session, if the user disables the network connection on a Windows 8, Windows Vista, Windows 7, Windows Server 2008, or Windows Server 2008 R2 managed device, ZENworks might not detect it as an abnormal termination and might not lock the device or log out the user on the managed device.

Action:None.

The Remote Management Listener fails to accept the remote session requests from the managed device, if the port at which the listener binds is not opened in the management console firewall.

Possible Cause:When you install the ZENworks Adaptive Agent on a Windows 2003 64-bit managed device, the Mirror driver is not installed on the device. The message Install new version of the Mirror driver is logged in ZENworks Control Center.

You can perform remote sessions on the device, but the performance slows down.

Action:Ignore this message.

Possible Cause:If you remotely control a device which is already connected using Remote Desktop Connection (RDP), the message Install new version of the Mirror driver is logged in ZENworks Control Center.

You can perform remote sessions on the device, but the performance slows down.

Action:Ignore this message.

The managed device was unable to initialize Novell encryption scheme for the session. Ensure that the managed device is UTC time synchronized with this system. If the problem persists, contact Novell Technical Services

Possible Cause:If you launch a Remote Management operation on a device that has the Internet Explorer 7 browser, multiple instances of the viewer are launched on the device if download accelerator software such as FlashGet is installed on the management console.

Action:Temporarily disable the add-ons for the download accelerators:

Launch the Internet Explorer 7 browser.

Click Tools > Manage Add-ons.

Click Enable or Disable Add-ons, then disable the add-on for the download accelerator.

Explanation:If you use Internet Explorer to open ZENworks Control Center and perform a Remote Management operation on a device, the default session mode is not selected in the Remote Management snap-in. However, if you do not select any session mode, the Remote Control operation is launched in the default collaborate mode and the Remote View operation is launched in the default exclusive mode.

Explanation:On a Windows Vista, Windows 7, Windows Server 2008, or Windows Server 2008 R2 device that has the Internet Explorer 7 browser, the Remote Management Viewer might fail to install if the ActiveX control is not activated.

Action:Do the following to turn on User Account Control (UAC) on the Vista device:

Action:Click the Ctrl+Alt+Del icon in the Remote Management viewer, then press the Esc key to exit the Secure Attention Sequence (SAS) window. Then, click the Ctrl+Alt+Del icon again in the Remote Management viewer.

The desktop of a device might not be visible when you remotely control or remotely view the device

Explanation:If you do not have a preinstalled Remote Management Viewer you might see an error message if you try to launch ZENworks Control Center through Internet Explorer 9 to remotely control a Windows device. You cannot download the Remote Management Viewer if the link to download the Viewer displays the Remote Management Viewer file name in an incorrect format.

Possible Cause:The Do not save encrypted pages to disk option is selected in the Internet Options settings of Internet Explorer 9.

Action: To fix file name format problem and to download the RM Viewer: